Published date: 25 June 2019

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 17 June 2019

Contract summary

Industry

  • Research and development services and related consultancy services - 73000000

Location of contract

London

Value of contract

£119,311

Procurement reference

tender_141474/778763

Published date

25 June 2019

Closing date

17 June 2019

Contract start date

24 June 2019

Contract end date

31 December 2019

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

The project to deliver a Customer Relationship Management (CRM) system has been an integral element within the Major Projects (MP) Change Programme. Specifically, it is part of the project to implement a Programme Controls Service Platform (PCSP). Major Projects has had a significant involvement in delivering the 112 concurrent projects as part of RIS 2, this includes all complex and large-scale projects.
On 25th February 2019 the responsibility for the management and future development of CRM was handed over to MP Customer Service Division (CSD). CSD will manage CRM until May 2020 when it will be handed over to Information Technology Directorate (ITD) as part of the corporate ITD systems strategy.
Although CRM is an established practice in wider industry, their implementation into Highways England is new and innovative. CRM will enable the business to work more efficiently, streamline ways of working and help us deliver our objectives. The project proposes to replace archaic, unsupported, separate systems that are currently being used across MP/OD to log stakeholder and customer contacts. The rigidity of the systems has led to manual workarounds to compensate for lack of flexibility in the systems. Automating some functions through the system will lead to efficiencies and increased accuracy and ultimately improved customer service.

More information

Attachments

Award information

Awarded date

25 June 2019

Contract start date

24 June 2019

Contract end date

31 December 2019

Total value of contract

£119,311.88

This contract was awarded to 1 supplier.

Atkins

Address

London

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

2 The Square
Bristol
BS1 6HA
England

Email

Spats_Framework_Lot1@highwaysengland.co.uk